Wipro Limited is one of India’s largest technology services and consulting firms, operating in more than 50 countries with a workforce of over 250,000 professionals. The company helps clients across industries such as banking, healthcare, retail, and manufacturing to accelerate their digital transformation journeys through services like cloud, AI, cybersecurity, and engineering. With a strong focus on innovation, sustainability, and employee development, Wipro has consistently been recognized as a top employer in India and globally. The Service Desk Analyst L1 role is an entry‑level position designed for fresh graduates who are eager to start a career in IT support and service management. As a first point of contact for B2B users, you will handle incidents and service requests across multiple channels – phone, email, portal, and chat – ensuring that each ticket is logged, diagnosed, and resolved or escalated according to defined SLAs. This role offers hands‑on exposure to real‑world enterprise environments, giving you a solid foundation in ITIL‑based processes, ticketing tools, and customer communication. Key responsibilities include: 1. Receive and acknowledge user incidents via calls, emails, portals, and chats. 2. Perform initial diagnosis, troubleshooting, and resolution of hardware, software, and network issues. 3. Log all interactions accurately in the ticketing system (ServiceNow/Remedy). 4. Prioritize tickets based on severity and SLA commitments. 5. Escalate unresolved or high‑impact tickets to L2/L3 support teams with proper documentation. 6. Communicate status updates and resolutions to end‑users in a clear, courteous manner. 7. Participate in knowledge‑base creation and update existing articles. 8. Track and report on key metrics such as ticket volume, resolution time, and customer satisfaction. 9. Adhere to security and compliance guidelines while handling user data. 10. Contribute to continuous improvement initiatives for the service desk. Tech stack: Windows OS, Microsoft Office Suite, basic networking concepts, ticketing tools (ServiceNow, Remedy), remote desktop utilities, and familiarity with ITIL service management principles. Growth path: Successful analysts can progress to Service Desk Analyst L2, then to Incident Manager, Problem Manager, or shift into specialized roles such as IT Operations, Cloud Support, or Cybersecurity. Wipro’s internal learning platforms and mentorship programs support rapid skill acquisition and career mobility. Why join Wipro? You will be part of a globally recognized brand that invests heavily in employee upskilling, offers exposure to cutting‑edge technologies, and provides a collaborative culture that values diversity and innovation. The role offers a clear, structured career ladder, competitive compensation, and the chance to work with Fortune‑500 clients from day one.